CrowdStreet is a software and services company that is disrupting the commercial real estate industry by enabling innovative real estate operators and developers to efficiently raise funds and manage investor relations online. Efficiencies achieved by using CrowdStreet solutions allow real estate developers and operators to post their offerings on the CrowdStreet Marketplace and gain instant access to a national audience of accredited investors. Enterprise-level sponsors use the same technology platform that powers the CrowdStreet Marketplace to present offerings to their own investors under their own brand by integrating CrowdStreet Sponsor Direct with their existing website. Both solutions democratize access to commercial real estate investment opportunities by connecting accredited investors, family offices and institutions directly with real estate sponsors for fee-free co-investing and a modern digital portfolio management experience.

The Customer Success Manager is a key member of the product and services team who will lead the production and deployment of the CrowdStreet platform for new and existing client implementations and manage ongoing client relationships. The individual selected for this position will be coming onboard during a period of rapid growth at CrowdStreet and will play a critical role in defining processes that will allow the organization to scale. Prior experience managing software implementations and client relations will therefore be essential to success in this role.  

We’re not looking for just anyone, but a special individual with unique superpowers that can hit the ground at a full sprint. We are seeking a self-starter with extensive experience in project management, client relations, SaaS application implementation, product support and product management. If you believe you have what it takes to drive client implementation and satisfaction at CrowdStreet, contribute to a high-energy team focused on driving exponential growth, and fundamentally disrupt the established commercial real estate market, we’d like to hear from you.

• Manage the tactical execution of multiple implementation project plans simultaneously by coordinating the efforts and deliverables of a CrowdStreet Production Specialist and the client team.
  
• Use your project management skills and experiences to track statuses of key implementation deliverables, drive task completion using tools including BaseCamp, break down roadblocks and achieve project objectives.
• Contribute to the implementation team not only as a project manager, but also as a doer who assists the CrowdStreet Production Specialist with technical tasks required to configure and launch new client deployments.
• Become a product expert with mastery of all areas of the solution. Deliver product training to clients during the implementation phase and ongoing as needed.
• Capture product enhancements necessary to enable a successful and satisfactory client implementation, work with the Product team to determine enhancement delivery dates, update roll-out plans accordingly and communicate plans to clients.
• Identify new functionality capable of delighting clients and creating differentiable competitive value. Work with the Product team to assess feature benefit and determine roadmap prioritization. Communicate product updates to clients.
• Serve as the voice of CrowdStreet and first point of contact with clients during the implementation phase and ongoing for all product and support related matters.
• Use your style and even keeled mannerism to nurture a strong relationship with clients both during the implementation phase and thereafter.
• Seek opportunities to provide additional value to existing clients after initial implementation by proactively and regularly reaching out to clients to monitor satisfaction, determine product usage and assess product value realized.
• Alert Sales when you identify new implementation needs or upsell opportunities with existing clients.
• Conduct post-mortems with clients following implementations to determine areas where we are doing well and opportunities for improvement.
• Identify and attain references and referrals from top clients.

• 5+ year managing project teams, client engagements and product support for a software solution and/or digital agency.
• 3+ years experience implementing software solutions. Experience with SaaS implementations desired.
• Exceptional interpersonal skills with a proven ability to motivate a team, remain calm under pressure, complete project deliverables and meet aggressive project deadlines.
• Willingness to roll up the sleeves and complete technical implementation deliverables alongside the rest of the implementation team.
• Business-minded individual fixated on proactively delivering the highest level of customer service while identifying opportunities for product enhancement and upsell.
• Ability to work collaboratively with colleagues and staff to create a results-driven, team oriented environment.
• Experience with project tools such as BaseCamp or MS Project required.
• Experience with HTML, web development and other technical frameworks highly valued. 
• Bachelor’s level degree desired. Relevant work experience most influential.

• Reports to the CEO.
• Competitive salary, full benefits and stock options.
  
• No formal vacation policy. We’re all professionals. Take time as you need it.
• Located in Portland, OR. (no relocation or remote employment)